Customer Support Representative

Company: Pluch Designs Location: Gurugram, Haryana Department: Customer Experience Employment Type: Full time

About Pluch Designs

Pluch Designs is a premium D2C womenswear brand, known for custom-sized kurta sets, dresses, and skirt sets delivered with a 48-hour dispatch promise. We're a fast-growing online-first brand building a loyal community of customers who value quality, fit, and speed.

Role Overview

We're looking for a warm, detail-oriented Customer Support Representative to be the voice of Pluch Designs for our customers. You'll handle pre-sale queries, order support, sizing guidance, and post-purchase issues across chat, WhatsApp, email, and social media — making sure every customer feels heard and taken care of.

Key Responsibilities

- Respond promptly and professionally to customer queries across WhatsApp, Instagram DMs, email, and website chat
- Guide customers through sizing, fabric, and styling questions using our custom-sizing charts
- Track and communicate order status, dispatch timelines, and delivery updates
- Handle returns, exchanges, and refund requests in line with company policy
- Resolve complaints with empathy and urgency, escalating complex issues where needed
- Maintain accurate records of customer interactions and recurring issues in our helpdesk/CRM
- Proactively flag patterns (sizing complaints, delivery delays,



product defects) to the operations and product teams
- Support during flash sales and peak periods with higher query volumes
- Collect and encourage customer reviews and feedback post-delivery

Requirements

- 1–3 years of experience in a customer support/service role, preferably in fashion, retail, or D2C e-commerce
- Excellent written and spoken communication in English and Hindi
- Comfortable working across WhatsApp Business, Instagram, email, and helpdesk tools (e.g., Freshdesk, Zendesk, or similar)
- Basic familiarity with Shopify order management (or willingness to learn quickly)
- Patient, empathetic, and calm under pressure — especially during high-volume sale periods
- Strong attention to detail and follow-through on open tickets
- A genuine interest in fashion and understanding of customer needs in the ethnic/fusion wear space

Nice to Have

- Prior experience in a fashion or apparel D2C brand
- Familiarity with sizing/fit consultations for Indian ethnic wear
- Experience handling social media comments/DMs alongside support tickets

What We Offer

- Fixed salary + performance incentives
- Opportunity to grow with a fast-scaling D2C fashion brand
- Direct exposure to brand, marketing, and operations teams

• • A collaborative, fast-paced work environment

📌 Customer Support Representative (Gurugram)
🏢 Pluch Designs
📍 Gurugram